The personnel at AIR CANADA TIA are exceptional person/customer value centered individuals who render assistance above and beyond any every day tasks. Approaching their desk at TIA you are welcomed with a smile and I will do everything possible to assist in any situation. I met so many helpful AC employees, unfortunately I only remember 2 out of the 4 that assisted me. Carolyn and Diego. I would appreciate Air Canada's management to communicate my appreciation, and also recognize the other two female Air Canada employees that occupied the desk at the time of my visit. Thank you Air Canada for instilling your corporate ethos, and locating the excellent employees to feature that attitude daily is commendable. Thank you AIR CANADA employees and management.

My recent experience with Air Canada on an international round-trip from Tampa to Japan was nothing short of disastrous, exposing alarming flaws in their passenger tracking systems and customer service protocols. The Good: A single employee named Miyuki at Haneda Airport who spent two hours trying to help us The planes themselves were standard and got us to our destinations when we were allowed to board The Bad: On our return journey from Tokyo to Tampa, Air Canada claimed my friend "never boarded" the original flight from Tampa and had been completely erased from the return itinerary. This was despite the fact that she: - Physically traveled on all outbound flights - Passed through multiple passport checkpoints - Purchased in-flight WiFi - Had a paper boarding pass - Was even approached by a flight attendant during the first flight The Ugly: After two hours of their Japanese representative attempting to help, their "solution" was forcing us to purchase an entirely new ticket at $1,364.64 USD with only a verbal promise of a future refund. When contacted afterward, they stated it could take up to 30 days just for a response, continuing to insist she never boarded despite overwhelming evidence to the contrary. Security Concerns: This experience raises serious questions about Air Canada's passenger tracking capabilities. If a passenger can physically board multiple international flights while the system shows them as "not present," what does this say about their security protocols? The manifest should have shown a discrepancy if she truly hadn't boarded, yet this apparent issue went undetected across multiple flights. Resolution: Their approach of making us pay for a new ticket appears designed to avoid Canadian compensation penalties that would apply for inappropriately denied boarding. Their social media team has been dismissive and unhelpful. Bottom Line: Avoid Air Canada for international travel. While mistakes can happen with any airline, it's their handling of the situation—making customers front significant money for their system errors and being dismissive when called out—that makes this experience particularly egregious. Tips: Film yourself, when legally allowed, in the airport, the gate number, walking through the gate, and while on the airplane. Maybe buy a cheap (if there is such a thing) item on the airplane, ideally alcohol where they may have to card you, as proof that you were on that flight. Show your face and talk to the camera. They will probably still reject you, but at least you'll have solid proof for a small claims court trial. It's ridiculous to have to do this, but I will certainly do it myself for the next flight (which WON'T be on Air Canada!).

They changed the plane since our booking from two months back and, in doing so they reassigned my seat to a different location and in doing that I was denied the extra leg room seat I had paid for where I would be sitting next to my traveling companion. Found all this out the day before when I was registering for my flight. Was told that it happens, as a reason. Am not impressed with the customer service 😒

Re: XXXXXX, Shelley: Compliment for Outstanding Customer Services Hello Air Canada, Re: XXXXXX, Wow! What a fantastic first experience with your company! I booked our airline tickets through my Chase Travel Center. However, I could not select our seats through Chase Travel. Upon calling your company to select seats, I met Shelley in New Brunswick! Shelley was very delightful, patient, kind, thoughtful, considerate, and most welcoming in helping me select our seats. She exuded excellent customer service, professionalism, and courtesy throughout our call and I believe I have "almost" the best seats available. I am thrilled and look forward to meeting your staff firsthand on our flights! I will definitely post my comments on Google and TripAdvisor. Thank you so much for Shelley's radiant personality and others like her on your staff! It's refreshing and wonderful to know your Air Canada company cares about its passengers! In appreciation! J Collins-Pirson

I travel a lot for work (up to 50 flights per year), and I’ve flown most major international airlines in the US and worldwide. For a major airline, Air Canada’s customer service is what you’d expect in the 3rd world. The website isn’t flexible and errors out, it cancels your transaction on the last step with cryptic business logic, tells you to call customer service and makes it impossible to find their number, keeps you on hold for 3-5 HOURS with no option for call back, doesn’t have agent chat or automated reservation system that works, if you did wait the 3-5 hours to talk to someone it’s someone who doesn’t speak English well (when you have chosen English as your language). I guess the only reason this company exists is because there isn’t much choice for travel to/from Canada. Hope you have better luck.